Guest Experience Manager: Front Desk & Concierge Lead

Highgate; City of Niagara Falls (NY); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Medical insurance

401(k) retirement plan

Paid holidays

Paid vacation

Paid sick leave

Employee assistance program (EAP)

Tuition reimbursement

Job summary

Highgate Hotels in New York City seeks a Guest Services Manager to lead Front Desk, Concierge and Uniformed Services, ensuring attentive, friendly and efficient guest experiences while maximizing room revenue and occupancy.

The role requires strong supervisory skills, experience with OPERA CLOUD, and the ability to coach staff, manage schedules, and collaborate with accounting and housekeeping to deliver high service standards.

Qualifications

• At least 5 years of progressive experience in a hotel or related field; or a 2-year college degree with 3+ years of related experience; or a 4-year degree with 1+ year.
• Supervisory experience required.
• Must have OPERA CLOUD experience.
• Must be proficient in Windows, company-approved spreadsheets and word processing.
• Must have a valid driver’s license from the applicable state.
• Long hours sometimes required.
• Light hours sometimes required.

Responsibilities

• Respond to guests’ requests, problems, complaints and/or accidents at the Front Desk or via reservations, in a courteous and efficient manner.
• Motivate, coach, counsel and discipline all Guest Services personnel according to Highgate Hotel SOPs.
• Carry a cell phone at all times.
• Prepare and conduct all Guest Services interviews and follow hiring procedures.
• Develop employee morale and ensure training of Guest Services personnel.
• Maximize room revenue and occupancy by reviewing status daily and analyzing rate variance.

Skills

Customer service

Supervisory experience

Multitasking

Communication skills

Team leadership

Tools

OPERA CLOUD

Windows

Spreadsheets

Job description

Highgate Hotels in New York City seeks a Guest Services Manager to lead Front Desk, Concierge and Uniformed Services, ensuring attentive, friendly and efficient guest experiences while maximizing room revenue and occupancy.

The role requires strong supervisory skills, experience with OPERA CLOUD, and the ability to coach staff, manage schedules, and collaborate with accounting and housekeeping to deliver high service standards.